Vice President of Customer Experience

About Transmit Security:

Transmit Security is a leading provider of innovative identity orchestration solutions that prioritize security without compromising user experience. We empower businesses to deliver seamless, secure, and personalized digital interactions. As a rapidly growing company, we are committed to pushing the boundaries of identity management and ensuring customer success through cutting-edge technology and exceptional service. Transmit Security was founded in 2014 and headquartered in Tel Aviv with offices in Boston, London, Vancouer, Sydney, and Tokyo.

Position Summary:

Transmit Security is seeking an experienced and visionary Vice President of Customer Experience to lead and enhance our customer engagement and satisfaction strategies. The VP of Customer Experience will be responsible for developing and implementing a comprehensive customer experience strategy that aligns with our company’s mission and growth objectives. This role will drive customer success, ensure customer satisfaction, and foster long-term customer relationships by delivering unparalleled service and support to obtain more value from the product. This role manages a global workforce and some travel will be required. This is role is based in Boston, MA.

What you'll do :

Strategic Leadership: Develop and execute a customer experience strategy that supports the company’s overall business goals and objectives.

Customer Journey Mapping: Design and optimize the end-to-end customer journey to ensure a seamless and positive experience at every touchpoint.

Team Management: Lead, mentor, and grow a high-performing customer experience team, including customer support, success, and service functions.

Customer Feedback: Implement systems to gather, analyze, and act on customer feedback to continuously improve products and services.

Metrics and KPIs: Establish and monitor key performance indicators (KPIs) to measure customer satisfaction, retention, and overall success.

Cross-functional Collaboration: Work closely with sales, solution engineers, product management, development teams and other departments to ensure a cohesive approach to customer experience.

Innovation: Stay abreast of industry trends and best practices to continuously innovate and improve the customer experience.

Advocacy: Act as the voice of the customer within the organization, advocating for their needs and ensuring they are prioritized in decision-making processes.

Crisis Management: Handle customer escalations and crises effectively, ensuring prompt resolution and maintaining customer trust.

What you’ll need:

Experience: Minimum of 10 years of experience in customer experience, customer success, or related fields, with at least 5 years in a leadership role.Experience with working with large ENT FinTech companies on large identity projects, including implementation, on boarding and on-going support.

Industry Knowledge: Deep understanding of the identity management and security landscape.

Leadership: Proven track record of building and leading successful customer experience teams in different regions and cultures.

Customer-Centric Mindset: Strong commitment to understanding and meeting the needs of customers.

Analytical Skills: Proficiency in analyzing customer data and deriving actionable insights.

Communication: Excellent verbal and written communication skills with the ability to effectively convey complex concepts to diverse audiences.

Problem-Solving: Strong problem-solving skills and the ability to think strategically and creatively.

Transmit Security is committed to fostering, cultivating and preserving a culture of Diversity and Inclusion. Our human capital is the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our Culture, but our Reputation and Achievements as well. We encourage diversity and embrace our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.

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